About

Job Title: Customer Service Manager

About Aspire Digital Group (ADG)
Aspire Digital Group is a growing ecosystem at the intersection of technology, finance, media, and hospitality. We operate a suite of fast-scaling platforms:

Zinga – AI-powered financial services and remittance app

Alby Marketplace – A digital B2B/B2C platform for products & vendors

Goldroom – A creative media, streaming, and branded content hub

As we expand our footprint across Australia and Southeast Asia, we’re looking for a tech-savvy and people-driven Customer Service Manager to lead our customer support operations and drive service excellence across all digital touchpoints.

Role Overview
The Customer Service Manager will oversee the end-to-end customer support strategy across Zinga, Alby Marketplace, and Goldroom. This includes managing support channels (live chat, email, phone), leading customer success initiatives, training virtual assistants, and ensuring users and vendors receive fast, friendly, and effective assistance.

Key Responsibilities
Build and manage a multichannel support team across chat, email, helpdesk, and social

Implement and improve customer support SOPs, FAQ libraries, and ticketing workflows

Oversee daily support operations and escalate complex issues when required

Train and supervise virtual customer service agents and AI/chatbot systems

Manage customer feedback loops, analyze insights, and provide recommendations for UX improvement

Collaborate with product, marketing, and tech teams to streamline onboarding, issue resolution, and user communication

Ensure service-level agreements (SLAs) and customer satisfaction goals are met

Set up and monitor KPIs including CSAT, NPS, response time, resolution rate

Support digital launches and campaigns with frontline customer service planning

Represent the voice of the customer in product testing and feature improvement sessions

Ideal Candidate
3+ years of experience in customer service or support operations, ideally within SaaS, fintech, e-commerce, or digital platforms

Experience managing customer support teams, helpdesk tools (Zendesk, Freshdesk, Intercom), or CRMs

Strong leadership, training, and quality assurance skills

Familiarity with AI chatbots, automated ticketing, and digital self-help tools

Excellent communication skills and empathy-driven problem-solving

Tech-savvy with a basic understanding of UX/UI and digital platforms

Ability to analyze customer trends, spot issues, and suggest platform improvements

Multi-language support or experience with regional users (SEA, AU, EU) is a plus

What We Offer
Be part of a fast-growing digital group redefining customer experience across tech, media, and commerce

Work on meaningful products with real-world impact

Competitive salary + digital performance bonuses

Flexible hybrid or remote working model

Collaborative, supportive and mission-driven team culture

Growth opportunities into Head of Customer Experience or Product Operations

How to Apply
?? Submit your CV and a short cover letter to: hr@aspiredigitalgroup.com.au